Senior Customer Services Officer (Contact Centre)

Porirua has a lot to offer its residents, businesses, visitors and those who work here. We have stunning scenery, and beautiful beaches, parks, walks and bike trails. Our young city has a diverse population and a vibrant culture. We’re working to manage how we grow and ensure Porirua is well connected, with new transport links, housing developments, thriving businesses and significant opportunities.

About the role

We’re looking for a motivated and experienced Senior Customer Services Officer to join our busy Contact Centre team. In this role, you’ll help oversee day‑to‑day activity, support the team, and keep our service running efficiently

You will:

• Support the Customer Services Manager by providing leadership and operational oversight during their absence.
• Monitor daily workflows, including incoming requests and call queues, to ensure we meet agreed timeframes and service levels.
• Prioritise and redistribute workloads during busy periods, making real-time decisions to keep things moving.
• Manage scheduling and rostering, including phone rotations, breaks, and task allocation based on operational needs.
• Oversee call volumes and system alerts, ensuring priority calls are handled promptly and coverage is maintained.
• Provide guidance on complex enquiries and escalations and maintain accurate reporting and system information.

About you

If you’re passionate about people, thrive in a fast-paced environment, and are ready to take the next step in your career, this could be the role for you.

You’ll need to show us that you bring:

• Experience in customer service, ideally in a contact centre setting.
• The ability to guide and support others, including helping keep operations on track when the Manager is away.
• Strong communication, decision‑making, and problem‑solving skills.
• Confidence using operational systems, databases, and reporting tools.
• Comfort managing shifting priorities and staying steady during busy periods.
• A proactive, solutions‑focused attitude and a commitment to great customer service.

What you need to do now

Apply now and help shape great customer experiences at Council. Please contact Jean Hunter, Manager Customer Service Delivery on 04 237 5089 or Jean.Hunter@poriruacity.govt.nz for more information.

Porirua City embraces and values diversity and inclusion. We actively encourage applications by people from all backgrounds and are a member of Diversity Works. If you have any support or access requirements during our recruitment process, please let us know when you apply, and we’ll do our best to get you sorted.

You will need to apply via our careers centre: www.poriruacity.govt.nz/careers.

To find out more about working for Porirua City Watch this video

Applications close on Monday 23 March 2026.

We expect this role to be popular, so if application numbers are high, we may bring the closing date forward.